Assistant Manager Resume

SUMMARY

I have significant international IT experience and expertise, in my most recent IT role I had been employed as a Manager, Technology Architect.
While at Confidential I also performed the following roles; Business Analyst, Solution Architect, Change Manager, Quality Assurance, Project Management as well as Relationship Manager.
I also have experience as a moderator / relationship manager with off - shore resources.
I have a proven track record of success spanning a career of over 19 years in the IT industry and have worked successfully across a diverse range of challenging business environments within multiple industries including government (federal, provincial and international), manufacturing, energy, telecommunications and finance.
I understand business-to-business software applications and delivery, knowledge and experience in Information Technology Service Management (ITSM) including: Incident, Change, Asset, Problem and Environment Management and Software Development Life Cycle.
I am also experienced in Service / Quality Assurance and Project Management.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Assistant Manager

Confidential

Responsibilities:

Produce architectural documentation:
Requirements both Functional and Non-functional Specifications.
Gap Analysts.
High Level and Detail Level Documents.
Consumer Interface Specifications.
User Stories.
Provide: Proof of Concepts, Order of Magnitudes and Cost Estimates (labor and hardware/software).
Managing Customer, both internal and external, expectations and relations.
Assist with the creation of business case and expected benefits.
Project planning and cost / effort estimates.
Set development standards and methodologies.
Participation in the unit and system testing.
Participation in quality conformance
Mentor and assist team members both on site, and off shore as required.

Business Analyst / ITSM Remedy Application Developer

Confidential

Responsibilities:

Business Analyst / Relationship Manager / Technical Architect and Lead developer for all customer projects.
Scoped business requirements for designing “ Confidential / Remedy web” interface forms and workflow for existing ITSM application
Configure and/or applied system application modifications based on business requirements.
Maintenance of application / database version control in development environment;
Delivered end-user training for the administrators in the use of the Remedy based applications.

Staff Remedy Developer

Confidential

Responsibilities:

Developed the patch releases, supported and coached client personnel to apply patches in response to customer requirements.
Developed the next application release (7.5 ITSM & Developer Studio) concurrently maintained the previous ITSP and ITSM products.
Liaison between management and developers for the continued “Interoperability” of Confidential ’s product suite.
Assisted with the development of the non-production VM lab (over 25 Oracle / MS SQL db. servers with ITSM7.x).

Business Analyst / ITSM Remedy Application Developer

Confidential

Responsibilities:

Business Analyst / Relationship Manager / Technical Architect and Lead developer for all customer projects.
Trained new administrators and users in the support and use of the Remedy based applications.
Requirements gathering and documentation of the “As-Is” applications.
Designed and implemented the applications or modifications to existing ITSM applications.
Developed fixes for deficiencies found in existing applications / ITSM modules.
Participated and made recommendations to client’s existing Change Approval Board process.
Maintained version control in development environment.

Manager Net-Ops / Change Manager / ITSM Application Developer

Confidential

Responsibilities:

Relationship Management, Business Analyst and Change Manager for multiple groups (27) within Bell Canada.
Business Analyst / Project lead / developer for a quality “system compliancy” initiative across Confidential .
Project lead / developer for a customer complaint tracking system that met the multi desk requirements.
Schedule and chair monthly Change Approval Board teleconferences with division managers to discuss: approvals and prioritization of upcoming changes to their ITSM application
Design and implement approved changes, fixes or enhancements to the ITSM application
Maintain development and test environments
Support a 24x7 operations environment.